Cross-Functional Information Technology Support Coordinator

Title: Cross-Functional Information Technology Support Coordinator

Employee Classification: Cross Funct IT Support Coord

Campus: University of North Texas

Division: UNT-Information Technology

Sub Division-Department: UNT-Enrollment Operations

Department: UNT-Academic Technologies-120300

Job Location: Denton

Salary: $51,744.00

FTE: 0.48

Retirement Eligibility: TRS Eligible

Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and the University of North Texas Health Science Center at Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.

We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities.

We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team.

Learn more about the UNT System and how we live our values System.edu.

Academic Technologies provides the reliable technology and practical guidance to empower our community to excel in teaching, learning, and discovery. We strive to provide:
Flexible hours and remote work arrangements;
Clear and reasonable work priorities;
Transparent leadership.

This position is responsible for helping IT service customers by serving as a secondary (tier 2 or second or indirect) point of contact to: fix and/or create workarounds for problems, sometimes systemically; fulfill requests, sometimes systemically (e.g., automation); do maintenance and/or projects that affect an entire user group. This position is responsible for the administration and support of the technical services for a college or administrative area.

Duties reflect substantial variety and complexity. Assignments are broad in nature and usually require creativity and originality. Serves as a resource for others regarding customer and systemically related complex, confidential, or sensitive incidents, problems, and/or projects. Work may be driven by customers via phone, in-person (in-office and/or onsite), and/or digitally.

Bachelor's Degree in related field and three years of related computing work experience; or any equivalent combination of education, training, and experience.

Prior experience with specific systems, equipment, and software may be specified as needed by department. Knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment. Ability to operate computer keyboards and to install computer hardware. Ability to assimilate, retain and utilize technical and applications-oriented information.

Experience with Multimedia production hardware and software. Experience in troubleshooting and configuration of Windows, MacOS, and Multimedia production hardware/software. Experience answering phones, remote access, and chat support in a help desk / service desk environment. Experience working in Higher Education and working with sensitive data including HIPAA / FERPA information. Experience documenting exceptions and unique setups. Experience with Service Now and OTRS.

• Provides phone and remote access based desktop, software, and authorized device support to faculty, staff, student employees, and students. Emphasis on the labs, classrooms, and studios of the MRTS and Journalism departments.
• Documents, installs, maintains, and properly decommissions supported devices and software for Faculty, Staff, departmental lab, and research lab machines, and exceptions to the standard configurations.
• Serves as the primary point of contact on behalf of AT for VIP customers within their scope (Deans/Chairs/Researchers/Lab Managers), and communicates and collaborates with those individuals on confidential/sensitive projects or to provide best-fit recommendations for unique requirements.
• Works with AT part-time student techs as a tier two support, but also serves in a mentorship role by assisting with training and by partnering with an…